IT Service Desk Manager (MSP)
Location: San Jose, CA
Job Type: Full time
Company: K2 Staffing
Salary: $
Category: IT - Help Desk Support
Job Description Apply Now
IT Service Desk Manager (MSP) Position OverviewThe IT Service Desk Manager (MSP) is a critical leadership role responsible for overseeing the delivery of technical support services within a managed services provider (MSP) environment. This full-time position is based in San Jose, CA, and requires a balance of technical expertise, client-facing communication skills, and proven management experience. The IT Service Desk Manager (MSP) ensures seamless support for clients by managing a team of IT professionals, coordinating project delivery, and maintaining high standards for technical performance and customer satisfaction.
Key Responsibilities- Collaborate with sales teams to provide both pre- and post-sales technical support, including participating in discovery meetings, conducting site visits, preparing proposals and presentations, performing technical assessments, managing implementations, and supporting ongoing technical account management.
- Oversee and manage IT projects from initiation through completion, ensuring milestones and deliverables are met on time and within scope.
- Deploy and manage Windows Servers and Active Directory environments, ensuring system reliability and security.
- Design and implement Local Area Networks (LANs) to support client business operations.
- Implement and monitor network security protocols to protect client data and infrastructure.
- Optimize and maintain both network software and hardware for peak performance.
- Build and deploy file servers and cloud computing solutions tailored to client needs.
- Configure and deploy Voice over IP (VOIP) solutions for seamless client communication.
- Troubleshoot network infrastructure issues to maintain high service levels.
- Administer Microsoft Exchange Server environments and manage telephone solutions.
- Monitor IT alert systems and take appropriate action based on established guidelines.
- Analyze event logs to identify and resolve system errors efficiently.
- Handle escalated service requests that require advanced technical knowledge and timely response.
- Support new user onboarding by ensuring proper account setup and access management.
- Demonstrated managerial experience, with a strong track record of leading teams in an IT support environment.
- At least 3 years of hands-on experience configuring, troubleshooting, and repairing networking equipment, Windows servers and workstations, Exchange server, and Active Directory.
- Minimum 3 years of experience in a client-facing role such as sales engineering, with a focus on delivering technology solutions to meet business needs.
- Exceptional verbal and written communication skills, with the ability to engage clients at a business level and clearly explain technical concepts.
- Strong organizational and time-management skills, with the ability to prioritize and manage multiple projects simultaneously.
- Proven experience writing proposals and implementing technical solutions that align with client objectives.
- Self-motivated, results-oriented, professional, and able to work effectively both independently and as part of a team.
- Comprehensive understanding of technology and business productivity systems.
- Experience with Remote Monitoring and Management (RMM) tools is a plus.
- Working knowledge of Professional Services Automation (PSA) or ticketing tools is a plus.
- Strong problem-solving abilities, exceptional customer service skills, and a capacity for multitasking in a fast-paced environment.
- Sales training experience is considered an asset.
- Previous work experience in an MSP environment is highly desirable.
- CompTIA Network+ (Net+) and/or CompTIA Security+ certifications.
- Microsoft certifications, such as MCSA (Microsoft Certified Solutions Associate), MCSE (Microsoft Certified Solutions Expert), or MCITP (Microsoft Certified IT Professional).
- Cisco certifications including CCNA (Cisco Certified Network Associate) or CCIE (Cisco Certified Internetwork Expert).
The IT Service Desk Manager (MSP) position offers the chance to work in a dynamic and challenging IT environment. Employees benefit from career advancement opportunities, a supportive work culture, and access to ongoing technical and professional training. Working in San Jose, CA, provides exposure to a vibrant technology sector and a diverse range of clients, enhancing professional growth and experience in the managed services industry.